IT Field Services Technician II

Emory Healthcare•Decatur, GA

2d•Onsite

About The Position

The IT Field Services Technician II plays a crucial role in ensuring the smooth operation of technology infrastructure across Emory Healthcare facilities. This position is responsible for providing on-site technical support, troubleshooting hardware and software issues, and maintaining IT systems in a Windows and Mac domain to support clinical and administrative operations. The ideal candidate will be a problem solver with excellent technical skills and a strong commitment to customer service within a fast-paced healthcare environment. This position requires the use of own vehicle to visit different Emory sites, and this role will likely be tied to our EJCH, but requires flexibility across locations. We are seeking prior IT field service experience for consideration, and excellent customer service skills.

Requirements

Associate's Degree in Computer Science or related field OR Two years of information technology experience OR four years Information Technology experience without a degree.

Nice To Haves

A+ Certification preferred or another Information Services related Certification.

Responsibilities

On-site Technical Support: Provide direct, hands-on technical support to end-users, including doctors, nurses, and administrative staff, at various Emory Healthcare locations.
Hardware and Software Troubleshooting: Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, network connectivity, and various clinical and administrative applications. This includes identifying root causes and implementing effective solutions.
System Installation and Configuration: Install, configure, and deploy new hardware and software, ensuring proper integration with existing systems and adherence to Emory Healthcare standards.
Preventative Maintenance: Perform routine maintenance on IT equipment to ensure optimal performance and longevity, minimizing downtime.
Respond to service requests and incidents: set up desktops, install peripherals, andtroubleshoot printing, network issues).
Documentation: Maintain accurate records of all service requests, troubleshooting steps, and resolutions within the IT service management system. Document system configurations and procedures as needed, handle tickets from ServiceNow queue.
Customer Service: Provide exceptional customer service, communicating effectively with users to understand their issues, explain solutions, and ensure satisfaction.
Collaboration: Work closely with other IT teams to resolve complex issues and contribute to overall IT service improvement.